Improving customer service through employee information is a process that needs a starting point, which this project has produced. The purpose for the study is to provide employees with the opportunity to offer their ideas and perceptions. This would help a property improve its external customer service.

Through employee focus groups, the Lodge at Woodcliff in Rochester, NY identified service gap factors that exist in the resort. This project initiates the opening of the internal information resource in a local resort, and a research structure that can be utilized in future studies.

A description of the focus group design and research design is mentioned in this study. The research has been designed to allow future studies to replicate this one in this and other service areas. General information from this study was used for the purpose of identifying certain service gaps.

Library of Congress Subject Headings

Hospitality industry--Customer services--Case studies; Hospitality industry--Employees--Attitudes--Case studies; Customer services--Management--Case studies

Publication Date


Document Type


Student Type


Degree Name

Hospitality-Tourism Management (MS)

Department, Program, or Center

School of Food, Hotel and Travel Management (CAST)


Richard F. Marecki

Advisor/Committee Member

Edward Kelly

Advisor/Committee Member

James Jacobs


Physical copy available from RIT's Wallace Library at TX911.3.C8 G24 1994


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